I deposited at the casino, was given free spins, the free spins resolved to 0% rtp return. Never seen a free spin result in a zero return before. I decided I would no longer play at this casino. I requested to close the account, which they did. I then asked them to return my funds. They emailed indicating that I just needed to provide my banking details, which I did provide. I resent the same banking details to them 3x as they kept indicating the email did not contain the information, screen printed my response as well to show this. Also received confirmation the account was closed. the next week, I then received an email requesting IBAN number, however explained that this is not used in Canadian banks, but also showed them how they could replace institution/bank routing information instead. received three more emails demanding an IBAN number, which I have stopped responding to the request as its not used with our banks. the customer service does not seem to know what they are doing, sending out various requests from different people. One agent says account is suspended, other says its closed. One agent asking for banking details, another persisting with the need for IBAN which does not relate to any Canadian bank. I provided the rest of the banking info as requested. 11 emails later.. still no closer to resolution.

Hello SusieQ,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with NineCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? How much real money balance did you have on your account when it got closed? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I think the balance is 95, they requested my banking information, which I provided. The most recent email is asking for IBAN, which we do not use in Canadian banks. The account on first advice was closed, then said it was suspended. The banking information has been requested on four different occasions, said they did not get it twice, then asking for IBAN twice. If you would like I can provide the emails. thank you

Hello SusieQ,

Please forward them to [email protected].

Hello I am sorry but am away until the 28th of June, will respond when I return. thank you

Dear SusieQ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks I forwarded the most recent emails I had received. They have indicated multiple times that the account was closed. So I forwarded all my banking details to them, however, they insisted I had to provide an IBAN number as well, but IBAN is not used in Canada. They have the banking details even though they repeatedly requested the same information. I put together a string that they can use in replacement of IBAN as well. Still nothing refunded.

Thank you SusieQ for all the information provided. I will now forward your complaint to my colleague Kubo ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear SusieQ,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the NineCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear NineCasino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal? What is the purpose of continuously requesting the player's IBAN when it is a well-known fact that IBANs are not used in Canada?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

We conducted a thorough review of your account and found out that your account has not been closed, it is still suspended, which allows you to log in without any problems and upload the requested documents for verification. Only after successful verification will we be able to process the refund of the disputed amount.

Regarding IBAN, we inform you that Canadian banks still use an account number that must be provided by you, as well as a branch code. Feel free to reach out to us via email [email protected] and provide all the necessary details. Please, don't forget to put "CasinoGuru" in the subject of the message.

We hope for your understanding.

Best regards,

NineCasino team.

Dear NineCasino,

Thank you for reaching out.

After reviewing the player's communication with the casino, it is evident that she has provided the string she mentioned can be used as a replacement for an IBAN in Canada. Despite this, the support team continued to ask for the IBAN.

Dear SusieQ,

Please write another email to the casino support at the address provided. Explain your issue to them and include all needed details, as your Canadian account number, SWIFT code, branch code, and the IBAN alternative you created. As instructed by the casino, put "Casino Guru" in the subject line of the email. Additionally, please CC my email address ([email protected]).

Thank you for your cooperation.

Dear SusieQ,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo